Software Support Services
Organizations faced with ineffective and/or overly-expensive software suport often experience a range of difficulties including lower productivity, end-user frustration, peer support and a general loss of control of the desktop's software environment. End-users simply must have reliable and efficient productivity support covering their most commonly used applications. SageNet Software Support Services provide a flexible solution that designs, operates and manages the support system most ideally suited to each organizations needs.
The Business Objectives:
- Increase End-User Value from Support
- Increase Accessibility of Support
- Eliminate the Need for Peer Support and Other Inefficient Workarounds
- Minimize End-User Downtime and Productivity Loss
The Solution:
SageNet Software Support Services encompass up-front process consulting, ongoing program management and integrated staffing.
Process Consulting
In order to determine the exact software support solution required for each organization, SageNet provides process consulting resources geared toward mapping and improving current processes. This service examines software support from multiple angles including the service-level requirements, ease of user interface with support, the effectiveness of call triage methodology and the escalation process for more complex problems. These services are carried out via:
- Current State Analysis
- Future State Design
- New Process Implementation
- Continuous Process Improvement
- Operational Management
Operational Management
Whether a new process is built, or the existing process is simply modified, SageNet provides the trained staff and centralized management needed to seamlessly support or run an organization's software support services. These flexible resources can be configured to meet Service Level Agreements that include augmenting an existing help desk, establishing an onsite call center, or operating an engtire 800-number help desk. These operational services include:
- Program Management/Integrated Staffing
- Three Support Options
- Help desk staff augmentation
- onsite call center
- 800 number help desk
- Survey and Reporting
Contact us today at services@sagenet.com
